Open to opportunities

Michael Paluga

@michaelpaluga

Experienced Customer Success Professional | 10+ Years in Service Delivery & Operations | Driving Performance, People, and Process Excellence | Remote

Philippines

Message

What I'm looking for

I seek a customer-focused role where I can improve user experience, ensure quality standards, and contribute to process improvements in a collaborative team.

I have 10+ years of customer support experience, including 7 years in remote chat and email roles. I’m quick to learn tools, strong at problem-solving, and great at keeping communication clear and friendly. I enjoy helping customers, improving workflows, and supporting teams in fast-paced environments.

Experience

Work history, roles, and key accomplishments

Customer Support Agent

Xplor Technologies

Jan 2018 - Jan 2025 (7 years)

Delivered email and chat support, troubleshooting software, billing, and account setup issues while explaining product features to increase platform adoption and ensure positive customer experiences.

Customer Support Troubleshooting Chat Support Billing Support Product Education Ticketing Data Entry

Customer Support Representative

Concentrix

Jan 2014 - Jan 2018 (4 years)

Responded to customer inquiries and resolved service issues for Amazon-related accounts, maintaining professional communication and timely problem resolution.

Customer Support Reporting CRM English

Quality Analyst

Cyberwest

Monitored and evaluated customer service interactions, analyzed quality data to identify trends, and recommended process improvements to ensure adherence to company standards.

Quality Assurance Monitoring Data Analysis Reporting Process Improvement Call Evaluation Coaching KPI Tracking